# Review agent screen recordings in the Connect Customer Client Application
Use screen recordings to identify areas for agent coaching (for example, long contact handle duration or non-compliance with business processes) by watching an agent's actions while they handle a call, chat, or task contact.
The screen recording is synchronized with the voice recording and contact transcript, so you can hear or read what is being said at the same time.
**Note**
Screen recordings are only available for Completed contacts.
**Topics**
+ [Step 1: Assign permissions to review screen recordings in the Connect Customer Client Application](#assign-permissions-sr)
+ [Step 2: Review screen recordings](#review-sr-2)
+ [Watch in Picture-in-picture mode](#picture-in-picture)
+ [View a redacted screen recording](#view-redacted-screen-recording)
## Step 1: Assign permissions to review screen recordings in the Connect Customer Client Application
To allow users to review screen recordings, assign the following **Recordings and Transcripts** security profile permission:
+ **Screen recording - Access**: Allows a user, such as a supervisor or Quality Assurance team member, to access and review screen recordings.
**Important**
If rule-based redaction is not enabled, screen recording merges the screen recording video with the unredacted call recording file. If users have permission to view screen recordings, they can listen to the unredacted audio.
To overcome this, you can enable [rule-based redaction](rule-based-redaction-screen-recording.md) which merges the screen recording video with the redacted call recording (if enabled). You will have to update the permissions to choose which users get access to redacted and unredacted screen recording.
+ **Screen recording - Enable download button**: Allows a user, such as a supervisor or Quality Assurance team member, to view a download button on the **Contact details** page to download screen recording videos.
+ **Screen recording (redacted) - Access**: Allows a user, such as a supervisor or Quality Assurance team member, to open the **Contact details** page media player and view redacted screen recordings produced by [rule-based redaction](rule-based-redaction-screen-recording.md).
+ **Screen recording (redacted) - Enable download button**: Allows a user to view a download button on the **Contact details** page to download redacted screen recordings. Requires the **Screen recording (redacted) - Access** permission.
For information about how to add more permissions to an existing security profile, see [Update security profiles in Connect Customer](update-security-profiles.md).
## Step 2: Review screen recordings
1. Log in to Connect Customer with a user account that has the **Analytics and optimization** - **Screen recording - Access** permission in its security profile.
If you also have **Screen recording - Enable download button** permission, you can view a button on the **Contact details** page that enables you to download a screen recording and view it offline.
1. On the navigation menu, choose **Analytics and optimization**, **Contact search**.
1. Search for the contact you want to review.
**Tip**
If you've added a custom attribute to your flows to indicate when screen recording is enabled, you can [search by the custom attribute](search-custom-attributes.md) to locate contact records with screen recordings. For more information, see [Configuration tips](enable-sr.md#tips-sr).
1. Choose or tap the contact ID to view the **Contact details** page.
1. The **Recording** section contains a video player that displays the screen recording, as shown in the following image.
**Important**
Screen recording playback in the **Contact details** page is not supported in the legacy `https://{{your-instance-alias}}/awsapps.com` domain. We recommend using the `https://{{your-instance-alias}}.my.connect.aws/` domain to play screen recordings. For more information, see [Update your Connect Customer domain](update-your-connect-domain.md) in this guide.
1. Use the right-side controls to zoom in and out, fit the video to the window, download video, expand to full-screen, and play picture-in-picture.
1. If you don't see a video recording, check that the **Show screen recording** toggle is on.
If no video appears, then the screen recording may not yet be ready (that is, uploaded into the Amazon S3 bucket). If the problem persists, contact [AWS Support Center](https://console.aws.amazon.com/support/home#/).
## Watch in Picture-in-picture mode
You may want to move the video elsewhere on your monitor while you watch it. For example, you can reposition the video so you can read the transcript. Use **Watch in Picture-in-picture** mode to achieve this.
1. Choose the picture-in-picture button on the right side controls, as shown in the following image.
1. Choose the **X** in the top right corner to pop the window back. The following image shows the video in Picture-in-picture mode, and the location of the **X** to pop the window back.
## View a redacted screen recording
If a contact was recorded with [Rule-based redaction for screen recordings](rule-based-redaction-screen-recording.md) enabled, a separate redacted version of the recording is available. In a redacted recording, browser windows and application windows that match a redaction rule are masked, while the rest of the agent's screen is unchanged.
The **Contact details** page automatically determines which version to display based on your security profile permissions and whether redaction was enabled for the contact. There is no manual toggle. If you have both the redacted and unredacted access permissions and redaction was enabled for the contact, the page plays the redacted version.
To view a redacted recording:
1. Open the Connect Customer admin website. On the navigation menu, choose **Analytics and optimization**, then **Contact search**.
1. Search for the contact whose recording you want to review.
1. Open the contact detail page.
1. In the **Recordings** section, choose **Screen recording**.
For information about the permissions that control access to redacted and unredacted recordings, see [Permissions for redacted recordings](rule-based-redaction-screen-recording.md#permissions-for-redacted-recordings).
The audio in a redacted recording depends on whether Contact Lens call recording redaction is also enabled for the contact. If it is, the redacted video is stitched with the redacted call recording. If not, the redacted video has no audio. To redact audio from call recordings, see [Use sensitive data redaction with Contact Lens](https://docs.aws.amazon.com/connect/latest/adminguide/sensitive-data-redaction.html).